Desktop Activity Intelligence

Cicero Desktop Analytics & Automation for the Back Office and Contact Center

Cicero provides desktop activity intelligence and improvement software to measure and manage how people, processes, and technology work together in the contact center and back office. Leveraging a suite of “sensors,” Cicero Discovery’s desktop analytics software collects any desktop activity and supports Big Data initiatives by capturing the customer journey at various touch points. This allows organizations to focus on areas for improvement in business processes, compliance, training, and application usage.

Customer Case Study

Learn how First Tennessee Bank used Cicero software to integrate 45 applications and automate processes. Read more →

Cicero Desktop Analytics

Companies are using Cicero desktop analytics in the back office and contact center to gain operational insight and to identify areas of improvement.

Understand the Customer Experience

Use desktop analytics data to understand how your customer engagement and customer interaction processes are working. Combine desktop analytics data with other data providers such as WFM, CRM, and ACD to map the entire customer journey.

Understand the Employee Experience

Gain valuable operational insight into how your employees follow processes and use technology. Set waypoints with Cicero desktop analytics to measure processes across apps, users, and departments. Capture system and app performance.